Just ask your f***ing users. They wont lie, they'll tell you your process is shit and they've been saying it for years. SMEs are not thin on the ground, they're your employees.
Tell them their job is safe, empower them to design a more efficient process, pay their salary with your savings and put them to use elsewhere.
Certainly better then monitoring surrupticiously and then expecting a) better results b) cheaper c) to retain SMEs. This sounds an amazing waste of money, useful for 2 weeks when a 15 minute conversation would cover 80% of the problem without spending any money.